This topic

Unable to send emails

Molly4 — Thu, 13 Apr 2023 10:43:56 GMT

I am no longer a BT Customer but still use basic BT email.

This morning for some unknown reason I was logged out of BT email. After logging back in I can no longer send emails. I compose the email and when I go to edit the email and send it the whole of my BT email freezes. I am unable to unlock this freeze, cancel the email or go back to using my inbox.

I have to close down the whole BT email browser page and reopen a new one. I can however send BT emails via an email client Thunderbird.

I appear to be receiving emails ok.

I am using Windows 10 and Google Chrome .

Is there a general problem or is it just me?

Regards

Sheena Read

Re: Unable to send emails

adam101 — Thu, 13 Apr 2023 10:58:56 GMT

Yes, same problem here. I've tried Chrome and Firefox with no luck on either.

Re: Unable to send emails

NeilO — Thu, 13 Apr 2023 12:17:44 GMT

Hi, I'm sorry to see you're experiencing problems sending emails. I've not seen any reports of a known problem and I've just sent an email using the Edge browser without any issues. Are you able to clear your cookies and cache to see if that helps?

Thanks

Neil

Re: Unable to send emails

adam101 — Thu, 13 Apr 2023 12:26:09 GMT

Yes, I've cleared the cookies and cache but no change. I've tried Chrome, Firefox and Edge as well as via wifi and hotspot. Everything is fully up to date.

When I try and save or send an email, it causes the tab to freeze.

Having checked my history, I might be wrong but it looks like I was using version 2.27.1 previously but now 2.29.1, so this may have resulted in the fault.

Re: Unable to send emails

Molly4 — Thu, 13 Apr 2023 13:07:48 GMT

I regularily clear my cookies and cache but I will do it again.

Everything was fine up until about 10.00 today and then it changed after I was logged out for no reason.

Re: Unable to send emails

adam101 — Thu, 13 Apr 2023 13:22:54 GMT

Same here - I sent one at 10.25 but couldn't after that.

Re: Unable to send emails

Molly4 — Thu, 13 Apr 2023 13:23:50 GMT

I have just tried to send emails on both Edge and Chrome and it appears to be working now. I didn't clear my cache or cookies so hopefully whatever the problem is it is now resolved.

Re: Unable to send emails

Molly4 — Thu, 13 Apr 2023 13:37:25 GMT

Sorry take that back.
"It is not working again"
I am now getting the page unresponsive message box pop up. It froze my email page and also this browser page. Everything else is working fine on my computer so it is definitely connected to BT.

Re: Unable to send emails

NeilO — Thu, 13 Apr 2023 14:16:06 GMT

Hi, Thanks for getting back to me. I've been in touch with the email team and they've identified a problem in the new version of webmail where a small number of customers are experiencing this issue when copying text from other sources into the email.

This will be fixed tonight and we're really sorry for any inconvenience caused.

Thanks

Neil

Re: Unable to send emails

adam101 — Thu, 13 Apr 2023 14:27:12 GMT

Thanks Neil. Given your comments, I have tested again and if I knock out my signature, it will send, so it looks like the issue is affecting signatures as well.

Re: Unable to send emails

Molly4 — Thu, 13 Apr 2023 15:02:20 GMT

Thank you Neil. Hopefully it will be fixed shortly.
I'm not sure if this is connected. I've also noticed if I move an email or delete it from my inbox. After selecting where I want the email to go the whole email inbox goes completely blank as if there is nothing in it at all. Thankfully it comes back again within a few seconds.

Re: Unable to send emails

Molly4 — Fri, 14 Apr 2023 07:37:08 GMT

I have now been able to send an email with no problems so far.

However I have uncovered another problem that has appeared since the upgrade.

If I search my inbox for emails all from the same sender I end up with a list of those emails which is how it should be.

When I click on one of the emails in the list I am taken back to my inbox and not to the list in my search.

For example I have carried out a search just now and found 5 emails from the same sender. I have clicked on the first email in the list. After deleting this first email I am taken back to my inbox instead of to the list of 4 emails left from the same sender. I then have to carry out the search again to get the 4 remaining emails in a list. This issue carries on as I work through the list.

Do I need to make a new post for this issue?

Searching emails not working correctly

Molly4 — Fri, 14 Apr 2023 08:14:05 GMT

Yesterday I had a problem with not being able to send emails which I think is resolved now. This issue was caused by the recent upgrade of BT Email.

Now I am finding the search facility in emails is not working correctly.

If I search my inbox for emails all from the same sender I end up with a list of those emails which is how it should be.

When I click on one of the emails in the list I am taken back to my inbox and not to the list in my search.

For example I have carried out a search of my inbox just now and found 5 emails from the same sender. I have clicked on the first email in the list. After deleting this first email I am taken back to my inbox instead of to the list of 4 emails left from the same sender search. I then have to carry out the search again to get the 4 remaining emails in the list. This issue carries on as I work through the list.

This is also happening with other folders. I search a folder and get a list of the emails I want. When I click on an email and deal with it I am then taken back to all the emails in that particular folder instead of my search list. I then have to search again and go through the whole process of re-searching after I deal with one email at a time.

Re: Unable to send emails

DanielS — Fri, 14 Apr 2023 11:44:56 GMT

Hi @Molly4,

Thanks for highlighting that to me. I've tested it too and get the same results as you.

I've reported it too but it may not sorted straight away as we're keen on getting the recent changes completed first.

Thanks
DanielS

Re: Searching emails not working correctly

DanielS — Fri, 14 Apr 2023 11:57:04 GMT

Hi @Molly4,

Thanks for taking the time to report this.

I've replied to you under your original thread: https://community.bt.com/t5/Email/Unable-to-send-emails/m-p/2288552/highlight/true#M104657

Thanks
DanielS

Re: Unable to send emails

Molly4 — Fri, 14 Apr 2023 12:18:38 GMT

Thank you DanielS